Filing a Home Insurance Claim: A Step-by-Step Guide
In the unfortunate event of a fire, flood, or burglary at your home, it's essential to know how to make a claim with RACV Home Insurance. Here's a simple guide to help you navigate the process.
1. Prioritise Safety
Before starting the claim process, ensure you and your family are safe, and your home is secure. If necessary, call Triple Zero (000) or the State Emergency Service (SES) on 132 500.
2. Contact RACV Promptly
Once you've ensured everyone's safety, contact RACV as soon as possible to inform them about the incident. Have your policy number ready, along with the exact time and details of the event (fire, flood, or burglary). RACV can assist with arranging emergency repairs or temporary accommodation if needed.
3. Document the Damage
Take clear photos or videos of all damage to your property, including structural damage, damaged belongings, and any forced entry points (for burglary). Make detailed notes describing what happened, when, and what was affected. For burglary claims, report the theft to the police immediately and obtain a crime report or Victim Letter.
4. Gather Supporting Documentation
Collect evidence such as photographs of forced entry, lists of stolen or damaged items with descriptions, serial numbers, and receipts or valuation certificates for valuable items. Also, save any security footage if available. Gather receipts, warranties, bank records (for stolen credit cards), and any other proof of ownership or value of damaged/lost items to support your claim.
5. Submit the Claim
Follow RACV’s claims process by filling out their claim form (which may be provided online or via phone) and submit all required documentation and evidence.
6. Assessment and Repairs
RACV may send a qualified assessor to evaluate the damage and help coordinate repairs or replacements. If your home is unliveable, they can assist with temporary accommodation.
7. Claims Outcome and Appeals
RACV will assess your claim and decide on approval and payout. If denied or disputed, you can appeal internally through RACV’s dispute resolution team, and if unresolved, escalate to the Australian Financial Complaints Authority (AFCA) for independent review.
Additional Information
- RACV Home Insurance may ask questions about your property's safety if you submit a home buildings claim.
- Replacements for items lost in a contents claim will be organized through RACV Home Insurance's network of suppliers, usually within 10 business days.
- If your building claim is settled with a repair or rebuild, RACV Home Insurance will allocate a builder who will contact you to review and approve the work before starting repairs.
- You may need to pay an excess on your claim before it is finalized, which you can pay online after your claim has been assessed.
- Check your policy coverage with RACV Home Insurance by logging into your account or referring to your policy documents.
- RACV Home Insurance provides flexible cover for homeowners, renters, and landlords.
Remember, always keep copies of all communications and documents during the process. You can submit a claim to RACV Home Insurance online or over the phone, 24/7.
After ensuring everyone's safety and contacting the emergency services if required, consider the housing aspect by documenting the damage caused by the incident, including structural damage, damaged belongings, and any signs of forced entry for burglary. Additionally, to strengthen your claim with RACV Home Insurance, gather photographic evidence, detailed notes, police reports, and any supporting documentation related to your home-and-garden lifestyle, such as valuation certificates or receipts for valuable items and appliances.
